Contact and Customer Service

At Gemonier we are available to help you with questions related to our products, orders, payments, shipments, exchanges, returns, refunds and guarantees.

Store details

Trade name: Gemonier
Official website: gemonier.com

Official service channels

Email: contacto@gemonier.com

Customer service hours:
Monday to Friday, from 09:00 a.m. to 6:00 p.m., mainland Spain time.

Requests received after business hours will be reviewed the next business day.

Order related service

To receive faster attention, include in your message:

• Full name.
• Order number.
• Email address used for the purchase.
• Clear description of the request.
• Photographs or videos, when necessary to review the case.

We can help you with:

• Confirmation and status of the order.
• Tracking information.
• Correction of delivery data.
• Delivery delays.
• Damaged, incorrect or incomplete products.
• Exchanges and returns.
• Refunds.
• Guarantees.
• Questions related to payments.
• Information about our products.

Delivery data correction

If you detect an error in the name, telephone number or delivery address, please contact us as soon as possible.

If the order has not yet been prepared or shipped, we will try to make the requested modification.

Once the order has been processed or delivered to the carrier, we may no longer be able to change the delivery address.

Exchanges, returns and guarantees

Before shipping any product, you must contact Gemonier and wait for our instructions.

After reviewing the request, we will be able to provide you:

• Confirmation of the procedure.
• Authorized return address, when applicable.
• Packaging and shipping instructions.
• Return label, where applicable.
• Information about exchange, replacement, warranty or refund.

Do not send products to any address without receiving prior authorization and instructions from Gemonier.

Shipping a product to an unauthorized address may delay its identification and resolution of the request.

Check our Returns and Refunds Policy to know all the applicable conditions.

Attention and returns

Gemonier operates mainly online.

We currently do not have a physical store open to the public or a walk-in returns center in Spain.

When a return is authorized, we will provide the customer with the corresponding address and the necessary instructions for shipping.

Do not use any address found on the internet or in previous documentation to make a return without prior authorization.

Security

Gemonier will never request by email or social networks:

• Bank passwords.
• PayPal Passwords.
• The complete security code of a card.
• Private access codes.
• Payments through accounts or methods that have not been officially indicated.

Payments must be made only through the methods available on gemonier.com.

If you receive a suspicious message using the name Gemonier, please contact us before providing information or making any payment.

Privacy

The data provided through our customer service channels can be used to:

• Identify the client.
• Locate and manage the order.
• Respond to queries.
• Manage exchanges and returns.
• Process warranties and refunds.
• Prevent fraud.
• Fulfill obligations related to the purchase.

For more information on the processing of personal data, see our Privacy Policy.

Response time

Our usual response time is 1 to 2 business days.

Some cases may require more time when it is necessary to consult with carriers, payment providers, warehouses, suppliers or logistics operators.

Official contact

Gemonier
Email: contacto@gemonier.com
Website: gemonier.com
Schedule: Monday to Friday, from 9:00 a.m. to 6:00 p.m., mainland Spain time.